Senior Operations Leader looking for Head of Operations or Senior Change Management roles in the Private or Public Sector. Extensive experience in defining/implementing operational strategy and change with focus on delivering service excellence.

-Worked with the COO to prioritise and deliver improvement strategies, managed end to end implementation, monitored performance, presented and reported progress across the organisation.-Successfully spearheaded and led the bank's Process Improvement Programme, chaired steering meetings to realise the strategic objective of embedding a customer centric business model.-Directed a team of 10 to collaborate with business stakeholders to improve customer touching processes and deliver operational efficiencies with quantifiable benefits.-Digital transformation roadmap - worked with Technology to identify and enhance digital channels to improve customer experience (e-statements, onboarding, payments, card services, tax).-Collaboratively re-engineered 200+ processes/introduced workflow resulting in savings of £750k.-Effectively restructured business teams realigned tasks between front/back offices to optimise capacity, relationship focus and efficiency across customer journeys.-Successfully enhanced digital/manual payment customer journeys, slashed errors by 75% and reduced manual volumes by 20% as more customers successfully used digital channels.-Established a Customer Relationship Team, expertly managed business readiness via data analysis, standard workflow practices and team training - increased customer satisfaction as queries resolved more efficiently.-Positively empowered and coached colleagues to challenge ('can do') and improve working practices by embedding a LEAN and change culture. -Seamlessly transitioned the bank to remote working, following the pandemic, re-engineering 30+ activities to decouple staff from the work place whilst maintaining service excellence.-Delivered dynamic card services workflow between front/back office to efficiently handle customer product requests, reduced errors/reworks by 40%. -Successfully extracted payment fraud administration from operational teams, to create a dedicated Fraud Team, resulted in reduced losses of 50%.

Head of a department of 30 that maintained the bank's diverse assortment of properties in the City and West End, necessitating the cultivation and management of numerous supplier and vendor relationships.Worked with the COO and CFO to formulate and manage annual budgets/forecasts of circa £2m-£5m Managed risk, ensuring compliance and sound governance within the departmentSuccessfully delivered a complex £15m programme of rebuilding and refurbishment works which upgraded the quality of the bank's City and West end properties. Key achievements:- Regularly presented progress reports to Partners/Executive on critical matters relating to overall programme, including deviation/risk to works and impact on budgets/delivery timescales.- Augmented premises capacity by 50% and adeptly accommodated the bank's long term growth plans.- Positively impacted the bank's balance sheet increasing the portfolio value from £15m to over £50m.- Enriched the quality of customer facilities resulting in a 50% annual uplift in functions and meetings.- Realised additional annual revenue of £250k proficiently enhancing the quality of tenanted properties.- Led and empowered the Team to review operational efficiency and productively yielded 20% savings to budget.-Liaised with key business stakeholders and insurance brokers, defining and negotiating the bank's insurance requirements on an annual basis.Delivered a number of landmark projects , having a positive influence on the bank's culture:- Digitised 20,000 customer paper files and efficiently migrated the bank from paper to electronic workflow.- The Master Charitable Trust, a bank administered donor fund for its philanthropic customers.- Instigated the Green Initiative , driving the ongoing commitment to reduce carbon footprint.

Head of a department of 8 that excelled in providing a full in-house Visa debit/credit card operation to its high net worth customers.A technically complex role that combined customer service with a full range of operational activities including fraud management, transaction clearing, dispute resolution and regulatory compliance.Key achievements:- Worked with the COO and executive to deliver strategic initiatives across the card operation.- Chaired the Card Steering Group - reporting and updating on projects, cost/revenue streams and increasing awareness of developments in the industry space to senior stakeholders. - Simplified and restructured the bank's card tariffs which resulted in a 25% uplift in annual revenues.- Implemented resilient technology platforms, consistently delivering system up time and KPI of 99.99%.- Adeptly utilised data analysis to identify fraud/control risks and product opportunities.- Meticulously oversaw complex budgets to ensure costs/revenues remained in line with forecasts. - Managed first line risk and evolved a fraud management function, unceasingly minimising losses whilst maintaining service levels.-Proactive in the development of colleagues to ensure skill sets were maintained in an ever-evolving industry.- Proficient at understanding the impact of bi-annual card scheme card compliance upgrades, collaborating with external and internal stakeholders to implement changes to deadlines.- Cultivated robust relationships internally (Compliance/Legal) and externally (Lawyers, UK Finance , Visa International ) to ensure bank fully understood and met regulatory requirements (including PSD/CCA)- Repeatedly delivered and project managed technically complex projects to meet regulatory and consumer demands including CHIP Cards; PSD/CCA compliance; Currency Cards; Verified by Visa; PIN Change.

Managing day to day in house operation of private banking card portfolio

Implementing and managing a new fully in-house Card Services Operation for the private banking arm